Milady Chapter 4

which are appropriate ways to deal with an unhappy client

-find out why client is unhappy -address what it is immediately -tactfully explain why you may not be able to make the changes right then for what ever reason. -don't argue or force your opinion -ask manager after the experience

how can you help people feel secure?

...

if younger client uses slang you are unfamiliar with.....

...ask "I am not familiar with that, what exactly do you mean?"

Three things that effective communication skills will help:

1. communicating effectively - - with a purpose - - is the basis of all long-lasting relationships with clients and coworkers 2. ability to control communication and effectively express ideas in a professional manner is a necessary skill for success in any career. 3. be able to verbalize your thoughts and ideas with clients, colleagues and supervisors.

5 ways to handle ups / downs of human relations: 1. respond instead of _______. 2. _______ in yourself. 3. ______less, ______ more 4. be __________ (hint:pay attention) 5.take your own _______(hint:take care of yourself or it will show)

1. reacting 2.believe 3.TALK less, LISTEN more 4.attentive 5. temperature

(3)steps for Retail Recommendations: 1.What 2.Why 3.How

1.This is WHAT I recommend for you 2. This is WHY, to solve some problem or challenge 3.describe HOW to use the product at home

11 GOLDEN RULES of effective human relations: 1.communicate from your heart..... 2.a smile is worth.... 3.it is easy to make an enemy... 4.see what happens when you ask for help... 5.show people your really care by listening ... 6.compliment people ... 7.for every service your do for others... 8.laugh.... 9.show patience.... 10.build shared.... 11. always remember: LISTENING is the BEST...

1.problem solve from your head. 2. a million times more than a sneer 3.and harder to make a friend 4.instead of just reacting 5.and trying to understand their point of view 6.even when they are challenging and unpleasant 7.do not forget to do something for yourself 8.OFTEN! :) 9.with other people's flaws 10.goals - - be a team player 11. RELATIONSHIP BUILDER.

5 steps to earn trust and loyalty: 1.approach client with a 2.introduce 3.take them on a ... 4.introduce them to other service providers ex:.... 5.be _______

1.smile 2.yourself 3.salon tour 4.....nail tech, massage therapist... 5.yourself

a new client should arrive appox ___________ahead to fill out consultation cards

15 mins ahead

emotions your feel when you are secure: ...insecure:

:happy - calm - confident :worried - anxious - overwhelmed

10 step Consultation Method STEPS: 1. Review 2.Asses 3. Preference 4. Analyze 5.Lifestyle 6.show and tell 7. suggest options 8.color recommendations 9. upkeep and maintenance 10. review the consultation

ACTIONS: 1.make comments and break ice -initiate converstation 2. asses current style 3. determine clients preferences - ask what they like/dislike about their hair currently If you could change something what would it be? 4. asses thickness, texture, manageability, and condition check for growth patterns 5.ask what at home products they are using - make notes outdoors? swim? buisinesswoman? artist? want to project a strong style? styling abilities? time she wants to devote to styling her hair? 6.use styling books or portfolio to have her flip through and tell what she likes 7.ASK if you can give recommendations - upsale additional services to complete their look 8.unless a client absolutely does not want to talk about color this should be a part of every consultation service. almost everyone can do a glossing treatment 9.counsel every client on salon maintenance, lifestyle changes, and at-home maintenance she will need to upkeep in order to look her best. 10.Reiterate everything you have agreed upon by saying, "what I heard you say is. -most critical part of consultation because it determines the ultimate service(s) -pause for confirmation and before you begin the service

once you get to know your clients really well, you will always be able to understand what they want? (T/F)

FALSE

once you master all your hairstyling skills, you will never have an unhappy client?

FALSE

successful stylist work only with clients who share own age, style. social background

FALSE

you disagree with rules in the salon, this is okay to confide in your clients

FALSE

you do not need to follow the same basic rules of professionalism when dealing with younger clients?

FALSE

What are good relationships built on?

Mutual-respect

it is unwise to become a client's counselor, career guide,parental sounding board, or motivational coach?

TRUE

it is acceptable to ask to see the criteria on which you are to be evaluated?

YES

should you rate yourself in the weeks and months prior to eval?

YES, manager will appreciate that you are serious about your performance

list ways to handle tardy clients in order not to lose business or ruin your day's schedule

a) abide salons appointment policy b)let client know that even though they are late, you are still taking them. tell them pleasantly and upbeat c)you will learn those clients that are habitually late d)have receptionist call the rest of your clients

at the end of a client needs assessment, you should not begin the service until the client _______with your plan for proceeding

agrees

what is the best way to address new clients?

ask how they would like to be addressed

things to strive for when dealing with manager

be a problem solver get facts straight be open and honest don't gossip or complain about colleagues be aware of your attitude be open to constructive criticism

what should you do when a salon mix up occurs?

be polite and never argue the point of who is correct

maintain ___________ and remember the salon is ultimately the place where you _________

boundaries work

one key to a successful client consultation is making sure the client is _________ during the process

comfortable

Which use which term? Guest/Client? -day spa - -salon - -medical spa-

day spa - GUEST salon- EITHER depending on salons culture/preference medical spa - CLIENT

a key to resolving a scheduling mix up is to stay _______ and not make the situation personal

detatched

how often should a client consultation be performed

every visit

what info should you record on the consultation card?

final results, any retail client purchased, anything you might want to repeat or might not want to repeat

what is one of the more important communication encounters you will have with a client?

first time you meet a client

helps to remember that a manager is also a _____ _____

human being

examples of a clients styling parameter?

lifestyle hair type face shape

how can you ensure your time is well spent during the client consultation?

make the most of dialogue and facilitate this with certain tools/visuals

why are tardy clients a problem?

makes you late for every other service that day feeling hurried and irritable

neutral appropriate topics

new movie new color line in the salon clients upcoming vaca

why should you avoid slang

older clients may take offense and just for general clarity

before making a recommendation to a client about a particular look or style you must obtain client's ________to do so

permission

how should you act the first time you meet a client?

polite - friendly - inviting

behaving in a ____________ is the first step in making meaningful, in-salon communication possible.

professional manner

intake form completed by every new client is also called? _____________- or _______________ card

questionnaire or consultation card

listening to a client and then repeating what you think a client is telling you using your own words is called

reflective listening

in some cosmetology schools the consultation card may be accompanied by a _____________statement

release

a happy client means __________for you and the salon

repeat business

what kind of salons conduct frequent employee evaluations?

salons that run well

what tools should you prepare for use in the client consultation?

styling books hair swatches portfolio of your work

an older client requests a hairstyle that is currently popular among teens, you suspect this will not suit the client. What should you do?

take client through step -by - step diplomatically explaining what a cut has to be adjusted for her hair type and explain why a certain color is either right or wrong depending on their skin type, desired maintenance and budget

at the end of the meeting you should

thank your manager for the time to take to do the eval, and for the feedback and guidance

effective communication

the act of sharing information between two people (or groups of people) so that the information is successfully understood.

what is the purpose of a client consultation

to determine clients needs

why is it important to offer at least 2 additional services to complete or improve a style

to help complete or improve the look

why do many professionals never see the evaluation as an opportunity to discuss future advancements

too shy, unprepared and nervous

guidelines for communicating w/ fellow staffers

treat everyone with respect remain objective be honest and sensitive remain neutral avoid gossip seek help from someone you respect do not take things personally keep your private life private

the client consultation is the single most important part of any service

true

the deciding factor in whether a relationship is going to be rewarding or demoralizing is how much the other party is willing to give? ( T/F)

true

strategy for dealing with an aggressive client?

turn the other cheek?

the key to operating effectively in many professions is to_________ ________. esp true for cosmetologist b/c .......

understand people. ......customer service is central to success.

Give some examples in which trust/clarity/loyalty can help build strong relationships w/ coworkers and clients: *You think you understand what people want, BUT_you cannot always satisfy their_______/______. (leads to misunderstanding)

understanding the needs and motives of others help you communicate successfully with a wide range of people *needs/wishes

besides communicating with words, how else do people communicate?

voice inflection facial expressions body language visual tools (ex:portfolio of your work)

The best way to understand others is to begin with a firm understanding of ________.

yourself.